Knowledge Base Manager - Remote Based
Spain Remote / France Remote / Portugal Remote
Customer Experience – 14003 - Support Ops /
Permanent Full Time Employee /
Remote
Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
We’re looking for a hands-on and experienced Knowledge Base Manager to own the self-service content and knowledge strategy for our Help Center (support.aircall.io).
Reporting to the Support Operations & Strategy leader, you’ll work closely with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, and Fraud Operations) and cross-functional partners across Product, Engineering, RevOps, Sales, Success, and Finance to ensure our customers have access to updated, accurate, and clear help content.
By translating technical and business concepts into clear, user-friendly content, you’ll help build a consistent and intuitive Knowledge Base that empowers our customers and supports Aircall’s growth.
Key Responsibilities
- Write new Knowledge Base articles & refresh existing ones as needed
- Collaborate closely with cross-functional teams, including Onboarding, Product, Product Marketing, Engineering, Customer Support, and Enablement to align the content roadmap with product releases, customer support priorities, and enablement initiativesEnsure adherence to content quality standards (e.g., structure, formatting, tone & editorial consistency) by implementing clear guidelines, leveraging AI tools where relevant, conducting quality reviews and identifying potential impacts on existing articles
- Proactively identify content gaps & flag outdated content, leveraging insights from support tickets, internal team input and customer feedback to reduce user friction, improve customer satisfaction and ensure content consistency & accuracy
- Ensure localized content is accurate, consistent, and aligned with Aircall’s product & brand tone
- Own & continuously improve the Knowledge Base content production model (e.g, processes, localization, content standards, editorial workflows, and governance frameworks)
- Drive operational efficiency & scalability in content operations by leveraging AI tooling, implementing automations, optimizing workflows
- Monitor & report on Knowledge Base performance, leveraging key metrics to inform strategic decisions, and iteratively optimize content production
- Own & optimize the architecture of the external Knowledge Base (e.g., intuitive navigation flows, logical content categorization & structure to support discoverability, self-service efficiency & AI assistant readability)
Qualifications
- 3–5 years of experience in content management, knowledge management, or technical writing within a B2B SaaS company
- Proven track record of building, managing, and scaling customer-facing Knowledge Bases/help centers
- Proficiency in leveraging AI tools for content creation and optimization
- Exceptional writing & editing skills, with the ability to simplify complex technical and business concepts into clear & accessible content
- Proven track record of collaborating cross-functionally to develop and maintain accurate, up-to-date documentation
- Strong analytical skills to leverage data to optimize content & drive continuous improvements
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.
